This policy covers how we handle cancellations, weather rescheduling, and refunds for gutter cleaning requests. It is part of our terms, and this version applies from September 27, 2026.
How do I cancel or reschedule?
Email support@drainhop.com with the address on the request, or use contact. A cancellation counts from the time your message reaches us, and we confirm it by email.
Can I cancel before a provider is confirmed?
Yes, cancellation is free at any point before a provider is confirmed for your visit. In most cases nothing has been charged yet; if you already paid, we refund you in full.
What if I want to cancel after a provider is confirmed?
Cancel at least 24 hours before the scheduled visit and there is no charge. Inside 24 hours a fee may apply to cover the provider's reserved slot. We will state the exact amount before you pay anything, and we do not charge a fee we have not shown you first.
What happens if the weather is bad on my scheduled day?
If weather makes the visit unsafe, such as active rain, ice, lightning, or high wind, the visit is rescheduled at no penalty to you. Neither side is expected to proceed with an unsafe visit, and this does not count as a cancellation against you.
Who decides if weather is bad enough to reschedule?
We or the local partner make the call, and we tell you by email as early as we can, normally by the morning of the visit. Rescheduling for weather is free and we offer you the next workable date.
When are refunds issued?
Refunds are only issued after a payment has actually been verified and processed; most requests are cancelled before any payment, so there is nothing to refund. When a refund is due it goes back to the original payment method within 5 to 10 business days of approval.
What if we have to cancel?
If we cannot arrange a provider for your window, or a confirmed provider drops out and we cannot find another for a date that suits you, we cancel at no cost to you and refund anything you paid in full.
What if the visit doesn't happen as described?
Tell us within 7 days of the visit and include what was missed. We arrange a return visit at no extra cost, or refund the part of the job that was not done. We handle this with the local partner; you deal only with us.
Contact
Questions about a specific cancellation or reschedule can be sent through contact.
FAQ
Does canceling before a provider is confirmed cost anything? No, it's free.
What counts as "bad weather" for rescheduling? Conditions that make the visit unsafe, such as active rain, ice, lightning, or sustained wind above about 25 mph. Ladder work stops in any of these.
Will I get a refund if I already paid and then need to cancel? Yes. You get a full refund if you cancel before a provider is confirmed or at least 24 hours before the visit; inside 24 hours, the refund is less any fee we showed you before you paid. Refunds are only issued for verified, processed payments, and once approved a refund goes back to the original payment method within 5 to 10 business days.
Can I reschedule instead of canceling outright? Yes, contact us to move your visit rather than canceling if you still want the service. Moving a confirmed visit at least 24 hours ahead costs nothing; inside 24 hours, the late-cancellation rule above applies.